Alaya Bakier
Orlando
Summary
Dynamic and results-oriented Customer Service Representative with extensive experience in fostering strong client relations. Expertise in analytical thinking, effective communication, and collaborative teamwork, complemented by a proven ability to adapt swiftly to new environments. Committed to contributing to team success while actively pursuing professional development opportunities. A positive attitude and dedication to continuous learning drive a passion for excellence in customer service.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Remote Pre-Licensing Training Agent
Teleperformance USA- State Farm
Orlando, FL
04.2026 - Current
- Meet KPIs: Maintain targets for average handle time, first-call resolution, customer satisfaction scores, and schedule adherence.
- Follow Call Scripts & Policies: Adhere to approved scripts for compliance, quality assurance, and legal standards in insurance.·
- Managed customer inquiries, providing accurate information and resolving issues efficiently.
- Provided accurate policy information and updates, ensuring compliance with regulations.
- Developed and maintained strong relationships with clients, ensuring high levels of satisfaction and retention.
- Streamlined CRM processes for claims handling, improving turnaround times and customer experience.
- De-escalated and resolved customer complaints with punctual, polite, and professional service.
Remote Chat & Phone CSR 1
Foundever- Intuit TurboTax
Orlando, FL
02.2026 - 04.2026
- Handle Inbound Calls: Answer customer calls promptly, verify identities, and address questions about billing, technical issues, orders, or account changes.
- Resolved 40 technical support inquiries per day
- Make Outbound Calls: Follow up with customers.
- Log Call Details: Record each interaction in the CRM system, noting the issue, resolution, and any follow-up steps.
- Troubleshoot Problems: Diagnose common product or service issues and guide customers through step-by-step fixes using knowledge bases.
- Process Transactions: Update account information, process payments, apply credits, or cancel/upgrade services within system guidelines.
- Follow Call Scripts & Policies: Adhere to approved scripts for compliance, quality assurance, and legal standards in finance.
- Meet KPIs: Maintain targets for average handle time, first-call resolution, customer satisfaction scores, and schedule adherence.
- Escalate Issues: Transfer unresolved or complex problems (e.g., billing disputes or technical outages) to tier 2 support or a supervisor.
- Self-Education: Review updated product documentation, policy changes, or troubleshooting guides during downtime.
- Team Collaboration: Participate in daily huddles, peer coaching, or chats with team leads about recurring issues in Slack.
On-Call Audio Technician/Stage Crew Member
Rhino Staging, LLC
Orlando, FL
09.2025 - Current
- Performed set-up operations and monitored audio levels from sources to support consistent quality in accordance with established industry standards and guidelines.
- Captured and recorded audio using standard field audio equipment.
- Provided audio mixing and recording expertise to field and studio-based productions.
- Collaborated with clients to determine project scopes and set milestones.
- Regulated volume level and sound quality during recording sessions.
- Set up transport & Teardown: assemble and dismantle sets, props, lighting rigs, audio equipment, and staging before and after shows.
- Set up soundboards, microphones, amplifiers, audio lines, monitors, and speakers to satisfy production needs for live and taped programming.
- Lighting & Sound Assistance: Run cables, hang lights, set up
- Communication: remain in constant contact with stage microphones and help tech crews and rigging teams.
- Maintenance & Repairs: Perform minor fixes on sets, props, and equipment as needed.
On-Call Audio Technician/Stage Crew Member
Crew One Productions
Orlando, FL
04.2025 - Current
- Performed set-up operations and monitored audio levels from sources to support consistent quality in accordance with established industry standards and guidelines.
- Captured and recorded audio using standard field audio equipment.
- Provided audio mixing and recording expertise to field and studio-based productions.
- Collaborated with clients to determine project scopes and set milestones.
- Regulated volume level and sound quality during recording sessions.
- Set up transport & Teardown: assemble and dismantle sets, props, lighting rigs, audio equipment, and staging before and after shows.
- Set up soundboards, microphones, amplifiers, audio lines, monitors, and speakers to satisfy production needs for live and taped programming.
- Lighting & Sound Assistance: Run cables, hang lights, set up
- Communication: remain in constant contact with stage microphones and help tech crews and rigging teams.
- Maintenance & Repairs: Perform minor fixes on sets, props, and equipment as needed.
Production Assistant
GWCC
Atlanta, GA
09.2024 - 02.2026
- Worked extra shifts for large events.
- Helped manage inventory for multiple events, ensuring all equipment was available for scheduled times.
- Applied safety protocols to maintain a clean and safe work environment for all employees and customers.
- Stored, loaded, and unloaded equipment with a team of 5-10 promptly to ensure goals were met.
- Demonstrated flexibility as needed due to unexpected circumstances.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
Education
Bachelor in Applied Science - Audio Engineering
SAE Institute
Atlanta, GA12.2026
Skills
- Salesforce Platform Expertise
- Experienced with Slack communication
- Google Workspace
- Excel Experienced
- Microsoft 365
- Time management
- Empathetic Problem Solving
- KPI monitoring and reporting
- Data management
- Active listening
- Inventory and Stock Management
Certification
- DANTE 1, 2, & 3 Certifications- 2025
Timeline
Remote Pre-Licensing Training Agent
Teleperformance USA- State Farm
04.2026 - Current
Remote Chat & Phone CSR 1
Foundever- Intuit TurboTax
02.2026 - 04.2026
On-Call Audio Technician/Stage Crew Member
Rhino Staging, LLC
09.2025 - Current
On-Call Audio Technician/Stage Crew Member
Crew One Productions
04.2025 - Current
Production Assistant
GWCC
09.2024 - 02.2026
Bachelor in Applied Science - Audio Engineering
SAE Institute